This document discusses quality awareness and defines quality in several ways. It begins by defining quality as how a recipient views a product or service before, during, and after use. It then discusses previous definitions of quality as meeting predetermined criteria and specifications at a given cost. The main portion defines modern views of quality as conforming to requirements, being fit for use, meeting and exceeding customer expectations, and comparing favorably to competitors. It lists quality characteristics for products and services and defines internal and external customers. It emphasizes that quality is everyone's responsibility in an organization.

1. Quality AwarenessQuality Awareness
20052005
WelcomeWelcome

2. Quality Awareness TrainingQuality Awareness Training
Quality ishow therecipient of the
product or serviceviewsit: before
buying, upon delivery, and after the
delivery – use, if aproduct.

3. Quality of the pastQuality of the past
“Quality is the total effect of all the
characteristics that comprise the
typical product manufactured at a
given level of cost(price) and which
meet the predetermined criteria for
uniformity and performance”

4. The New Age of QualityThe New Age of Quality
Quality is conformance to requirements:
 Quality is keeping the promise made when an order is
taken or a commitment is made.
 Quality means meeting the specification.
 The product or service is free of deficiencies(defects)

5. The New Age of QualityThe New Age of Quality
Quality is fitness for use:
 Quality means the product or service does what it is
intended to do.
 Quality is what a product or service costs users if it
doesn’t do what it is supposed to do.

6. The New Age of QualityThe New Age of Quality
Quality is meeting customer expectations:
 Quality is satisfying the customer.
 Quality is whatever the customer says it is.

7. The New Age of QualityThe New Age of Quality
Quality is exceeding customer expectations:
 Quality is the extent to which the customers or users believe
the product or service surpasses their needs and expectations.
 Quality is delighting the customer.

8. The New Age of QualityThe New Age of Quality
Quality is superiority to competitors:
 Quality is how a company’s products or services compare to
those of the competitors or how they compare to those offered
by the company in the past.
 Quality is perceived as the overall measure of goodness or
excellence of a brand or supplier.

9. QualityQuality
CharacteristicsCharacteristics
Product:
 Performance
 ReasonablePrice
 Durability
 Safe
 Easeof Use
 Reliable
 Available
 Serviceability
 Maintainable
Service:
 Responsiveness
 Creditability
 Available
 Reliable
 Understanding of Customer
 Accuracy
 Courtesy
 Timeliness
 Completeness

10. CustomersCustomers
A customer is “anyone who is affected by the product or process”
Thereare2 main typesof customers:
 Internal
 External
 • Internal Customers
An internal customer is anyone in the company who is affected by the product or service as it is being
generated. Internal customers in a company are often the employees.
 External Customers
An external customer does not belong to any part of the organization but is affected by its presence.
3 types:
1. End users – purchases the product or service for their own use. (BEST DRESSED CHICKEN)
2. Intermediate customers – purchases to resell. (e.g. AMCO)
3. Those impacted but who do not purchase or use the product e.g. families of a book author
who are affected by book sales.

11. SUPPLIER PROCESS CUSTOMERS
INTERNAL PROCESS
SUPPLIE
R
PROCESS CUSTOME
R
INPUTS
OUTPUTS
INPUTS OUTPUTS
S I P O CS I P O C

12. Internal RelationshipsInternal Relationships
Supplier/CustomerSupplier/Customer
Knowing your customers needs, wants and
expectations are key drivers toward customer
satisfaction.
These may be:
 On time provision of material
 Defect free material
 Material with correct specifications

13. CommunicationCommunication
Instructions can be communicated either
verbally(oral/written) or non-verbally, formal or
informal.
 Verbal forms can be through memos, manuals,
reports, policies, meetings, discussions etc.
 Non-verbal are body language, expression of
thoughts, emotions etc.
 Formal e.g. company report, policies
 Informal e.g. the popular grape vine

14. CommunicationCommunication
Some forms of communication in Ansa Polymer:
 Factory requisition – communicates customer
requirements
 Internal reports – e.g Internal non-conformance
report, Non-conformance frequency chart.
Communicates when and how frequent specifications
are not being met.
 Morning production meetings
 Memos
 Notice Boards

15. CommunicationCommunication
EffectivenesEffectivenesss
Communication is effective when the receiver
transforms the information into correct output.
Some ways to ensure effective communication:
 All information sent to each department is clear and understandable
 All ambiguity must be removed.
 Written work instructions must be easy to read and relevant
information easy to extract. (Factory Requisition)
 Work practices & procedures must be clear, simple, available and
understood. (SOP)
 Job descriptions and responsibilities must be clear, available and
understood.

16. Quality ResponsibilityQuality Responsibility
Whose job is quality?
As everybody’s job, quality may become nobody’s
job.
Quality is a job that everyone is responsible for.
Everyone, each individual is responsible for
qualityquality

17. Quality ResponsibilityQuality Responsibility
Everyone is responsible for Quality
 Customers – concept & design
 Manufacturer – turning concept & design into product
 Marketing – working with customer to determine specifications
 Procurement – providing raw materials
 Production – turns specifications into product.
 Warehouse – delivers product
 QC – keeps track of product conformity during production
 Management – supports to entire process from beginning to end.
Promotes Quality Awareness. Training. Tools. Rewards.
Recognition
 Human Resources – right people for right job. Training.

18. Quality AwarenessQuality Awareness
20052005
Thank YouThank You